Objectives of Islamic banking, customer satisfaction and customer loyalty: empirical evidence from South Africa

Riyad Moosa, Smita Kashiramka

Research output: Contribution to journalArticlepeer-review

7 Citations (Scopus)

Abstract

Purpose: This study aims to explore the relationship between the objectives of Islamic banking, customer satisfaction and customer loyalty in the South African context. Diving deep, this study also explores the relationship between customer satisfaction and customer loyalty. Design/methodology/approach: Purposive and snowball sampling techniques were used, resulting in 163 respondents participating in this study. The data was collected using an online survey and analysed using a structural equation model based on the partial least squares method. Findings: The results indicate that the construct related to the objectives of Islamic banking influences both customer satisfaction and customer loyalty. In addition, customer satisfaction is also found to influence a customer’s loyalty to the Islamic bank. Originality/value: In South Africa, to the best of the authors’ knowledge, this study is the first of its kind; thus, the results provide context-specific insights into the extant literature on Islamic banking for Muslims residing in a non-Muslim majority country.

Original languageEnglish
Pages (from-to)2188-2206
Number of pages19
JournalJournal of Islamic Marketing
Volume14
Issue number9
DOIs
Publication statusPublished - 17 Aug 2023
Externally publishedYes

Keywords

  • Customer loyalty
  • Customer satisfaction
  • Islamic banking
  • Sharia

ASJC Scopus subject areas

  • Marketing

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